Our latest POV on how customer experience drives everything from concept and creative to design and technology
The COVID-19 pandemic has made it clear that the digital channel is rapidly becoming an integral part of people’s everyday lives and a critical aspect of business operations. For the last 18 months, digital channels have been central to how consumers research, purchase, complete tasks, and entertain themselves. It doesn’t stop there: millions of Americans […]
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By Diane Magers, CCXP As a discipline, Experience Management (the experiences of customers, employees, partners, brand) creates a fundamental shift in the way organizations think and work. One of those shifts is the realization that employees and customers are the ultimate source of value. Defining success for your experience discipline takes more than voice of […]
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A story: Bob just bought tickets to a hockey game. Now Bob wants to know what’s available at the arena to help keep his kids entertained when they need a break. Do they have gluten-free food? Where’s the best place to let them run off some extra energy? For Bob, it’s about getting to a […]
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By Asa Sherrill and Diane Magers, CCXP Changes in the market and in the expectations, behaviors, and values of consumers continue to drive a heightened sense urgency for brands. It requires a need for a concentrated experience focus when crafting a progressive, yet sustainable business strategy to respond to those changes. Experience management is how […]
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By Jim Bass, Director Customer Experience The term “digital transformation” has become the new popular buzzword of the 21st century. You’ve probably heard it used at your company in the context of new initiatives being launched or strategies your competition is executing to gain an advantage. Everyone is engaging digitally The advent of Smartphones and […]
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By Asa Sherrill, VP Experience Design Technology is the promise of the future, so why shouldn’t we aim to enhance everything with it? The short answer is that we likely should; however, before we do, it’s worthwhile to stop and understand exactly why (or why not) digital should be part of our solution. Experience is […]
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By Jim Bass, Director Customer Experience One of the most effective ways to cultivate customer loyalty is to take action on their feedback. …but it’s always an easy thing to do. In today’s world of technology, social media and big data the volume of customer feedback and its metadata can be overwhelming. Sometimes just deciding […]
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by Diane Magers, CCXP There is a fundamental shift in the way organizations need to think and work that is being driven the customer expectations. It is the realization that employees and customers are the ultimate source of value. Defining success for your experience discipline takes more than voice of customer and metrics. It requires […]
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In a world filled with options, be it where to buy a product, or to get a ride to the airport or even to find a significant other, Customer Experience (CX) is one of the most powerful components to creating customer loyalty. Using CX as the guiding principle for how you sell your product or […]
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Macquarium is pleased to announce a new strategic alliance with Banter Technology to support the development of the next generation of voice-driven experiences. The Banter Intelligent Conversation Platform allows brands to create conversational experiences that can then be deployed across multiple smart speakers, in-app voicebots and chatbots, and even IVR, allowing for a high quality conversational experiences […]
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